The Product Adoption Dashboard helps you see how well your customers are actually using your platform - not just whether they signed up, but whether they're getting real value out of it.

Think of it as a health check for each of your accounts. At a glance, you can see who's actively using features, who's fallen behind, and where to focus your attention.

What It Tracks

The dashboard measures four things for every account:

1. Assets - What has the account created? This includes things like workflows, calendars, and phone numbers. More assets generally means the account is more invested in the platform.

2. Active Assets - Of those assets, how many are actually set up and working? An asset that's been created but never configured doesn't provide any value.

3. Engagement - Is the account using the platform day to day? This counts real activity - emails sent, calls made, workflows running, bookings completed.

4. Time Spent - How much time are users spending inside the platform? More time usually signals deeper adoption and commitment.

How to Access It

You'll find the Product Adoption Dashboard inside your GoCSM menu. It uses single sign-on, so no separate login is needed.

The data updates every night. You'll always see the last sync time displayed at the top of the dashboard.

What's Inside

The dashboard is organized into four tabs:

• Overview - A summary of how all your accounts are performing as a whole

• Sub-Accounts - A list of every account so you can compare individual performance

• Features - A breakdown of which platform features are being used most

• Assets - A closer look at specific items like individual workflows or calendars

The following articles in this collection walk through each tab in detail:

• The Overview Tab

• The Sub-Accounts Tab

• The Assets Tab

Getting Around the Dashboard

The four tabs in the Product Adoption Dashboard work together. You'll often start with a broad view and click your way into more specific information as you go. This article shows you how that flow works in practice.

The General Flow

Think of the tabs as zoom levels:

• Overview → The big picture across all accounts

• Sub-Accounts → Zoom in on individual accounts

• Features → Zoom in on individual features

• Assets → Zoom in on individual items within a feature

You don't always have to start at the Overview. Depending on what you're trying to find out, you might go straight to Sub-Accounts or Features.

Common Scenarios

"I want to see how a specific account is doing."

Go to the Sub-Accounts tab. Find the account either by scrolling, sorting by name, or using the search bar. Each row shows that account's assets, active assets, engagement, and time spent.

Click the account name to see a full breakdown of that account's activity by feature.

"I want to find accounts that aren't engaged."

Go to the Sub-Accounts tab. The Lowest Engagement panel at the top already shows your bottom five accounts. For a fuller view, click the Engagement column header to sort the table from lowest to highest - your least active accounts will rise to the top.

"I want to see which features my customers use the most."

Go to the Features tab. The table ranks all nine features by engagement by default. The Top Features cards at the top give you an even quicker summary.

"I want to see which individual workflows are running across all accounts."

Go to the Features tab and click Workflows in the table. This takes you to the Assets tab, already filtered to workflows, sorted by total runs. You'll see every workflow by name with its usage stats.

Alternatively, go straight to the Assets tab and select Workflows from the category menu at the top.

"I want to understand why an engagement number is high or low."

Wherever you see a metric number you can click - in Sub-Accounts, Features, or Assets - clicking it will open a trend chart for that specific metric. This shows you how the number has moved over your selected time period, which helps you tell whether it's a temporary spike or a sustained change.

A Note on Filters

Filters are set per tab and don't carry over automatically when you navigate between tabs. If you're comparing a specific plan segment, you'll need to set the filter on each tab separately.

The one exception: clicking an account name in Sub-Accounts takes you to the Features tab already filtered to that account - so context is preserved when drilling down.